Wildslots: Possibly the most apathetic CS agent I have dealt with all year

[Dinahnana]

Okay so I played at Wildslots for a few hours last night and managed a cashout. Since this is my second cashout and it's taking a wee bit longer than the first one I wanted to ask CS where it is.

Now I am not complaining about Wildslots as I have found major improvements in gameplay (less disconnects) than the first time I played there so kudos to them for that. I would have expected the CS agent to show a bit more interest in the conversation. Mind you the following transcript is 10 minutes long and


Chat Transcript
02:39:53 PM [Linda] Hello me my name is Linda, how may we assist you today?

02:40:24 PM [me] Hi there Linda. My username is (blanked) and I have a pending withdrawal and was wondering when it will be paid?

02:40:53 PM [me My last withdrawal was paid within 7 hours but this one it's been almost 10 hours.

02:41:14 PM [me] My withdrawal method is neteller

02:41:24 PM [Linda] May I ask for your username please?

02:41:30 PM me] (blanked) Notice I l already gave my username when the chat opened

02:43:28 PM [Linda] withdrawals can take up to 24 hours

02:44:11 PM [me So you can't tell me if it will be paid today or not? and how come this one is taking longer than the last one which was paid within 7 hours?

02:46:32 PM [Me] Linda are you still there?

02:46:42 PM [Linda] probably today

02:47:29 PM [Me] Okay that is what I needed. I ordered some New Years EVE grocery delivery for tommorrow and need to pay for it today!
02:47:34 PM [me] Thanks Linda

After a few minutes I ended the chat because it was clear I wasn't going to get a comeback from Linda

Now bear in mind that this chat took 10 minutes and at the end of it I had a mental picture of Linda on the other end filing her nails. I know being a CS agent is hard work and probably quite boring but I do expect a bit more enthusiasm from the CS. The CS agent gave me the impression that the casino doesn't care about it's players. At the end of this chat my mind kept wandering to Little Britan



So in conclusion CS Reps show a bit more life when talking to clients!

 

[SlotGrinder]

She said it will be paid within 24 hours... not sure what else you expect her to say ? The username thing seems to happen at most live chats . You type it in to start the chat and then they ask you to type it all in again to confirm your identity
Your 1st withdrawal was 7 hours so you assume that is the norm ? Maybe they usually take 24 hours but you got a quick one because you happened to catch the right person in the office at the right time
Some CS are bad but to be fair here she has told you the withdrawal will be processed within 24 hours . She's not going to contact the accounting department (who might be at home for xmas etc) for every single person who goes on live chat wanting to know exactly when they get paid , only for them to tell her that withdrawals will be paid within 24 hours . It's been 10 hours and she said withdrawals will be made within 24 hours so that's that. This time of the year they are probably short staffed... I very much doubt you are the only person she has on live chat at this time . And you want a conversation where the only real response you are going to get is "withdrawals will be processed within 24 hours"
And relying on a prompt casino withdrawal in order to pay for your groceries is probably not the best idea

 

[Tirilej]

She said it will be paid within 24 hours... not sure what else you expect her to say ? The username thing seems to happen at most live chats . You type it in to start the chat and then they ask you to type it all in again to confirm your identity
Your 1st withdrawal was 7 hours so you assume that is the norm ? Maybe they usually take 24 hours but you got a quick one because you happened to catch the right person in the office at the right time
Some CS are bad but to be fair here she has told you the withdrawal will be processed within 24 hours . She's not going to contcact the accounting department (who might be at home for xmas etc) for every single person who goes on live chat wanting to know exactly when they get paid , only for them to tell her that withdrawals will be paid within 24 hours
And relying on a prompt casino withdrawal in order to pay for your groceries is probably not the best idea

You never know what support can do until you ask
Knowing osulle I think her complain here was about the time it took the person to answer her questions and that they didn't seem to care at all.
I agree that it was slow. I would never been waited that long so you're patient osulle.

 

[SlotGrinder]

You never know what support can do until you ask
Knowing osulle I think her complain here was about the time it took the person to answer her questions and that they didn't seem to care at all.
I agree that it was slow. I would never been waited that long so you're patient osulle.

Well yes maybe it's a terrible CS rep . I can believe that . But it might be someone who is dealing with 5 customers at once and has prioritised them . She probably has this conversation 100s of times a day - Customer "Where is my withdrawal I wanted it by 4pm" Chat "Withdrawals are processed within 24 hours " Customer " Yes , but usually I receive them in 8 hours. Can you tell me exactly when I get the money ? " Chat "Within 24 hours..." Customer " Yes but ... " Chat realises this convo is now essentially finished so she puts it on low priority so she can deal with the other customers (or continue doing her nails )

 

[Dinahnana]

She said it will be paid within 24 hours... not sure what else you expect her to say ? The username thing seems to happen at most live chats . You type it in to start the chat and then they ask you to type it all in again to confirm your identity
Your 1st withdrawal was 7 hours so you assume that is the norm ? Maybe they usually take 24 hours but you got a quick one because you happened to catch the right person in the office at the right time
Some CS are bad but to be fair here she has told you the withdrawal will be processed within 24 hours . She's not going to contact the accounting department (who might be at home for xmas etc) for every single person who goes on live chat wanting to know exactly when they get paid , only for them to tell her that withdrawals will be paid within 24 hours . It's been 10 hours and she said withdrawals will be made within 24 hours so that's that. This time of the year they are probably short staffed... I very much doubt you are the only person she has on live chat at this time . And you want a conversation where the only real response you are going to get is "withdrawals will be processed within 24 hours"
And relying on a prompt casino withdrawal in order to pay for your groceries is probably not the best idea

My point wasn't about the timeframe but the length of time it took to answer my question and to be fair she was rather curt and not very pleasant. Not rude mind you but I am used to better. As I said I am not complaining about the casino I was just highlighting the CS lack of interest in the chat. Normally CS reps wish me a nice day or ask me if I need anything else. This one didn't even acknowledge my Thank You.

BTW my input about the groceries was meant to inject some humor and lightness to the conversation and it was some special treats that I ordered since I got lucky NOT my main shop. I guess some people don't have a sense of humor. Also what I hate most about CS in casinos is their boiler plate answers. I guess some people lack a sense of humor.

In my time I have had some bad CS reps and most great but this one was about the least interested (no have a nice day which is a cornerstone for good CS). That was my point in this post. If this is acceptable to you CS wise then that is your prerogative but me I do have higher standards. Have a nice day

 

[Dinahnana]

You never know what support can do until you ask
Knowing osulle I think her complain here was about the time it took the person to answer her questions and that they didn't seem to care at all.
I agree that it was slow. I would never been waited that long so you're patient osulle.

As always you hit the nail on my head and that was the point I was trying to get across. Thanks for the understanding Tirilej! I have 30 years of CS experience in my jobs (most face to face mind you) and I do tend to be a bit critical. I always try to give my best to everybody I meet both in my work and my day to day life.

 

[Tirilej]

My point wasn't about the timeframe but the length of time it took to answer my question and to be fair she was rather curt and not very pleasant. Not rude mind you but I am used to better. As I said I am not complaining about the casino I was just highlighting the CS lack of interest in the chat. Normally CS reps wish me a nice day or ask me if I need anything else. This one didn't even acknowledge my Thank You.

BTW my input about the groceries was meant to inject some humor and lightness to the conversation and it was some special treats that I ordered since I got lucky NOT my main shop. I guess some people don't have a sense of humor. Also what I hate most about CS in casinos is their boiler plate answers. I guess some people lack a sense of humor.

In my time I have had some bad CS reps and most great but this one was about the least interested (no have a nice day which is a cornerstone for good CS). That was my point in this post. If this is acceptable to you CS wise then that is your prerogative but me I do have higher standards. Have a nice day

What do you think about those places that doesn't ask what you want, but they ask how you're doing instead?
That freaks me out. Should I tell my lifestory, the weather, my mood or what do they want me to say? Damn, I just need help with this and that

Have a nice day in the end is enough

 

[Jono777]

I hope my withdrawal is paid soon, I'm a tenner short of my rent!

 

[Dinahnana]

What do you think about those places that doesn't ask what you want, but they ask how you're doing instead?
That freaks me out. Should I tell my lifestory, the weather, my mood or what do they want me to say? Damn, I just need help with this and that

Have a nice day in the end is enough

It depends on the culture. In the USA how are you doing only needs an answer such as good or all good. In Ireland it could invite a lifestory Have a nice day is always enough especially when said with a smile. In this day and age that is always a good thing and can mean so much. My rule in life is be nice not mean always with a smile

 

[Dinahnana]

I hope my withdrawal is paid soon, I'm a tenner short of my rent!

Always can count on you Jon to give me a laugh

 

[The Viking]

i have withdrawn a lot from this group, dont think i have ever been paid in less then 7-8 hours
but my guess is you will have it within an hour after im done typing this.
but i agree i hate CS that have so many chats open they dont have time for you
i rather not go through at least i know then they are to busy

 

[Tirilej]

It depends on the culture. In the USA how are you doing only needs an answer such as good or all good. In Ireland it could invite a lifestory Have a nice day is always enough especially when said with a smile. In this day and age that is always a good thing and can mean so much. My rule in life is be nice not mean always with a smile

Exactly my point too. I know in Videoslots they are doing that...and in Swedish
We're not that polite. Definately not so they are not very smart. What can I do for you is a very good start.
I know they do in some other place too and they make me feel rude because I always get straight to the point. Then I can try and make them laugh but that's later, if they deserve it

 

[Harry_BKK]

CL & Next, hence i assume Wildslots too, have a 6-8 hours pending period on withdrawals where you can reverse it at any time. Once you can't do that anymore it has gone into the payment queue. From that moment, it will be 1-3 hours to receive your dosh.

Had probably 40 withdrawals from the first 2 and was never different.

And i had exactly the same answer as you every time i asked..... 'withdrawals are paid within 24 hours.....probably today'

The good thing is the whole group is reliable and i never waited more than 12 hours for the money to turn up in my EcoPayz account.

 

[xxshepxx]

24hrs is reasonable. What are you going to do if it take 23 and a half hours?

Shouldnt be playing with it if you can affordt to lose it, and never count on winnings to pay for anything.

 

[Dinahnana]

24hrs is reasonable. What are you going to do if it take 23 and a half hours?

Shouldnt be playing with it if you can affordt to lose it, and never count on winnings to pay for anything.

OH MY GOD AGAIN my issue isn't when I was paid but just the attitude of the CS agent. Didn't you not read the thread heading????? Waiting 10 minutes for a 20 word response without a goodbye and have a nice day or some such in my opinion is not good customer service. Also I only bought some champagne for New Year's because I won btw. Jesus. People read the threads before jumping in. This is about bad CS response and nothing more.

 

[Tirilej]

OH MY GOD AGAIN my issue isn't when I was paid but just the attitude of the CS agent. Didn't you not read the thread heading????? Waiting 10 minutes for a 20 word response without a goodbye and have a nice day or some such in my opinion is not good customer service. Also I only bought some champagne for New Year's because I won btw. Jesus. People read the threads before jumping in. This is about bad CS response and nothing more.

I was just going to ask who he was talking to

:notworthy

 

[goatwack]

I'm of the opinion that every chat session should have a modicum of insults mixed with friendly banter, a courteous way in which to keep things flowing.

Popular phrases might include:

"Fuck you very much!"

"Thanks for checking my wagering, c*nt"

&

"Yes, no problem. My date of birth is suck my balls"

 

[Dinahnana]

I was just going to ask who he was talking to

:notworthy

Thanks Tirliej. I did get paid for the record but it doesn't negate the bad CS response. Maybe my standards are too high and I ought to accept only one word or two word answers with no have a nice day. I equate this experience to the check out person at the store throwing my purchases at me and not looking when I say thank you. Me I take customer service seriously. A friendly response be it in person or online makes all the difference in my opinion.

 

[Dinahnana]

CL & Next, hence i assume Wildslots too, have a 6-8 hours pending period on withdrawals where you can reverse it at any time. Once you can't do that anymore it has gone into the payment queue. From that moment, it will be 1-3 hours to receive your dosh.

Had probably 40 withdrawals from the first 2 and was never different.

And i had exactly the same answer as you every time i asked..... 'withdrawals are paid within 24 hours.....probably today'

The good thing is the whole group is reliable and i never waited more than 12 hours for the money to turn up in my EcoPayz account.

In fairness I have had the same responses in the past from Casinoluck and Next Casino on the rare occasion I have had the need to contact them but they have always been very pleasant and I felt valued as a player. Guess I won't be playing at Wildslots again in the future even though I am ahead there.

 

[colinsunderland]

Agree with the OP in this. I hate waiting 2-3 minutes for a response every time you have sent a message, its annoying as fuck and disrespectful. Coral are the worst by far, I have waited over 20 minutes on more than one occasion and then it tends to be some ridiculous comment I get back, but other casinos are bad too, waiting 5+ minutes at times. My view is, they should deal with one customer at a time, only possible exception being if a customer is taking ages to respond, possibly have 2 chats open then, but otherwise deal with one customer at a time.
As for them being chatty, I'm not really bothered either way, I just want my query dealt with quickly, as I know when they say 'hows your day been' or something they don't care & aren't interested. Only exception to that has been a couple of months ago I was on with Sky retentions (TV not casino) and he was talking to me about the weather over in India, and what it was like here, and about his culture and asking about things in the UK. It probably added 15-20 minutes onto the chat overall, but I didn't mind as I learnt some stuff about India, and I know he learnt some stuff about the UK, but the point was he was genuinely interested in what I was telling him and me about what he was saying.
Casino's really need to get their shit together regarding customer service, I have had many awful ones, and have closed accounts because of it. Their loss, not mine, I can play the same games at dozens of other places.

 

[SlotGrinder]

Thanks Tirliej. I did get paid for the record but it doesn't negate the bad CS response. Maybe my standards are too high and I ought to accept only one word or two word answers with no have a nice day. I equate this experience to the check out person at the store throwing my purchases at me and not looking when I say thank you. Me I take customer service seriously. A friendly response be it in person or online makes all the difference in my opinion.

It's just that there are so many truly bad casino experiences to be had that having a slow or less than friendly customer service person is not even on the radar , unfortunately . So yes standards are pretty low in this area . As long as they answer my question eventually and I get paid by the casino in the timeframe they set then I count myself lucky tbh

 

[colinsunderland]

The other thing that annoys me is when they really don't have a clue what they are talking about. Had a chat a couple of weeks back, can't remember which casino now, but their response was clear cache and cookies. I had already stated I had tried it on a completely clean machine, that I had taken out the box about 3 hours previously, and had just installed chrome on to play at that casino. Her response was, again, just try, it might help. No, no it won't. So I asked her exactly how it would help, to explain to me technically what she required and how it would help on a completely clean machine. She just kept repeating, please clear cache and cookies.

 

[Steviedoo]

just a reminder that like text and email...you don't get the tone the CS was using....and so you attribute it ....

not the worse CS however...i would have not waited ten minutes for a standard classic response.

 

[Dinahnana]

The other thing that annoys me is when they really don't have a clue what they are talking about. Had a chat a couple of weeks back, can't remember which casino now, but their response was clear cache and cookies. I had already stated I had tried it on a completely clean machine, that I had taken out the box about 3 hours previously, and had just installed chrome on to play at that casino. Her response was, again, just try, it might help. No, no it won't. So I asked her exactly how it would help, to explain to me technically what she required and how it would help on a completely clean machine. She just kept repeating, please clear cache and cookies.

Yeah I hate that response also especially when everyone knows the problem is on the casino platforms site not our computer.